Improve your client communication skills

Communication requires plenty of tact. Whether it is spoken or in writing, with contented or rather with dissatisfied customers, the impact of communication is present in everything that we do and can not be underestimated.

The right communication reflects positively on the professional image of a company and of course, it assures client loyalty. So it’s important to create and use advantages for oneself in order to make this interaction richer and more efficient.

Thanks to the training course Improve your client communication skills, participants will be able to manage each client contact in a professional manner. Rather than having to turn to a predefined commercial script, they can be flexible to each situation. By choosing the ideal communication method according to the situation they can be spontaneous and genuine in written and spoken contacts.

Programme:

• Client-oriented telephone communications
  • Managing a phone conversation
  • Identifying a client’s expectations
  • Structuring the conversation
  • Managing embarrassing situations
  • How to say ‘no’ to a client
  • How to deal with an annoyed client
  • Handling aggressive reactions
• Client-oriented written communications
  • Similarities and differences in written and spoken conversation
  • Showing empathy in written communication
  • Understanding the reader’s expectations
  • Content, language and form in a letter
  • Short overview of BIN standards
  • Professional use of e-mail:
    • Where, when and for whom?
    • Creating an e-mail
    • Rules for using e-mail
    • Content, language and form in an e-mail
    • Managing e-mails

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